Business

Two weeks to gain online account access

Tell Claudienne

With Claudienne Edwards

Sunday, May 04, 2014    

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Dear Claudienne

I was approved for an NCB Visa Classic credit card on Feb 25, 2014, from the National Commercial Bank.

According to their website, effective March 1, 2014, statements would no longer be mailed but would be shown electronically.

I work a 3:00 pm to 12:00 am shift five days a week. I also teach IT CSEC level part-time at IAE and attend UTECH part-time pursuing a business degree. Therefore, I have little or no time to be joining lines in the banking hall to conduct business. The prospect of internet banking seemed highly convenient.

I went to the Portmore Pines branch on Thursday Feb 27, 2014 to register for Internet banking. I was assured that the process would take 24 hours and that by Friday Feb 28 I would have access to Internet banking.

However, it took me two weeks to get access to the site. During the interim I spent thousands of dollars on credit. As I do not have a landline phone, I had to call repeatedly to get the issue resolved.

I have literally spoken to the entire Internet and Customer service department, spoken to several supervisors and managers, messaged the BBM NCB account, messaged the NCB Facebook Account every single day (barring none) for hours, but the issues were still not resolved.

I found every possible medium I could get my hands on to inform NCB of their unacceptable customer service.

It was after several pleas and even more calls (all of which were financed by me) that they managed to solve the problem, which was due to incompetence on their part. I made a formal complaint and demanded:

1. The issue to be resolved (which took two weeks — a matter that I was assured would take 24 hours).

2. Compensation for my time, inconvenience and money spent for having my issue resolved due to no fault of my own.

I was assured that my compensation request was forwarded to upper management for review and that I would receive a response in short order.

Today is March 18, 2014, and I have received no such response.

Please intervene in this matter at your earliest convenience.

Regards,

DL

Dear DL

Tell Claudienne asked the NCB Group Corporate Communications to investigate your complaint and we have been advised that there has been an amicable settlement to this matter.

The NCB e-mail to us stated the following:

"We have had dialogue with our customer immediately upon receipt of information related to this query. Both parties have subsequently arrived at a mutually satisfactory agreement and the matter is now fully resolved.

"In response to the incident, we wish to note that this scenario is not indicative of how such issues are handled as per our stated Customer Service Standards. We thank the customer for bringing this issue to our attention as we seek to maintain and uphold these standards."

You have advised us that as a part of the agreement, NCB reversed the joining fee of $3,600 as a credit to

your card.

Good luck.

Dear Claudienne

I am now getting an NIS pension. After I received a cheque for a lump sum payment in October 2013, I was advised by a letter that I would receive a fortnightly pension of $7,290.48. However, after realising that the 18 years of contributions that I had made to the NIS at the last place where I worked had not been calculated by the NIS in arriving at the $7,290.48 fortnightly pension figure, my former employer gave me a letter to take to them. After I took the letter to the NIS head office they told me that they would recalculate the figure. However, I have not been told how much would be added nor the date when my pension book would be issued to me.

Could you kindly find out for me?

BL

Dear BL

The NIS has advised us that with the addition of the missing contributions, your fortnightly pension has now been calculated to be $8,692.64. The accounts department is now processing your claim and you should soon receive the pension book. Please keep us advised.

Good luck.

Have a problem with a store, utility, a company: telephone 936-9436 or write to: Tell Claudienne c/o Sunday Finance, Jamaica Observer, 40-42 1/2 Beechwood Avenue, Kingston 5; or e-mail: edwardsc@jamaicaobserver.com. Please include a contact phone number.

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